Senior Service Desk Lead - Remote ITSM & Incident Expert

Public Sector Resourcing, managed by AMS; United States; Remote; USD 61,000 - 123,000; Full time

Job summary

MOD is seeking a Senior Service Desk Analyst for a 5-month contract (Inside IR35) to work remotely within the UK. The role involves ownership of complex incidents, service requests and customer enquiries, guiding junior analysts, and contributing to knowledge base and CMDB data quality.

You will use Jira Service Management to manage tickets, monitor queues and SLAs, and produce service desk reporting to drive continual improvement. Strong communication and ITSM experience are essential.

Qualifications

• Experience in IT service desk or IT support environment.
• Owns complex incidents, service requests or enquiries.
• Experience with CMDB and configuration data.
• Uses ITSM tool to manage tickets, queues and escalation.
• Coaches colleagues and improves operational quality.
• Produces service desk reporting and trend analysis.
• Knowledge management and knowledge articles.
• Asset and configuration management understanding.
• Strong written and verbal communication.
• Ability to work with limited supervision.

Responsibilities

• Provide senior operational support across the service desk.
• Use Jira Service Management to record, prioritise, investigate, resolve and escape tickets.
• Monitor service desk queues, workload and SLA performance.
• Use service desk data to identify trends and opportunities for improvement.
• Proactively identify missing configuration information and improve CMDB data quality.
• Coach and develop Service Desk Analysts to maintain quality.
• Coordinate work across the service desk and escalate staffing if needed.
• Act as escalation point for complex enquiries.
• Maintain and improve SOPs, scripts and runbooks.
• Promote communication between users, service desk and resolver teams.

Skills

IT service desk experience

Incident ownership

Service desk coaching

Tools

Jira Service Management

Job description

MOD is seeking a Senior Service Desk Analyst for a 5-month contract (Inside IR35) to work remotely within the UK. The role involves ownership of complex incidents, service requests and customer enquiries, guiding junior analysts, and contributing to knowledge base and CMDB data quality.

You will use Jira Service Management to manage tickets, monitor queues and SLAs, and produce service desk reporting to drive continual improvement. Strong communication and ITSM experience are essential.